Customer Support Specialist

Own the day-to-day health of our support queue—the first person customers hear from when they have a question, hit a snag, or need something urgently, and the one who makes sure the answer arrives fast, reads clearly, and actually solves the problem. We hold one voice across every conversation: helpful, empathetic, and steady, whether the customer is frustrated, confused, or simply curious. This role suits someone who takes pride in a clean queue, who likes digging into a product until they know it cold, and who sees a repeated question as a signal that something upstream deserves attention. Support is where our promise to customers gets tested. The person in this seat has direct influence on retention, on product direction, and on how our customers describe us to their peers — and a voice in how we build the support function as the company grows. What you’ll do Own incoming support tickets from first response through resolution, with a high bar for speed and accuracy. Troubleshoot product and integration issues, reproduce what the customer is seeing, and document findings clearly. Write responses that are warm, clear, and free of jargon, holding a consistent Liftify voice in every interaction regardless of the tone on the other side. Partner with product and engineering to escalate defects with the context they need to act. Track patterns across tickets and surface recurring themes to the Customer Experience team. Build and maintain help center articles, macros, and internal documentation so answers get faster over time. Meet response and resolution targets, and keep ticket records accurate enough that anyone can pick up the thread. Contribute ideas that improve the support process itself, not just the ticket in front of you. What we’re looking for Two or more years in a customer-facing support role, preferably supporting a software or SaaS product. Strong written communication and the steadiness to stay helpful and empathetic under pressure. Technical fluency: comfort with support platforms, CRM tools, and integrations and APIs at a working level, and the ability to learn new software quickly. Process orientation, with a track record of following documented workflows and improving them. Sharp troubleshooting instincts and the discipline to isolate a problem before escalating it. Organization under volume, including the judgment to prioritize when several issues land at once. An ownership mentality — staying with an issue until the customer confirms it is resolved. Availability to work from our Indianapolis-area office on scheduled in-office days. Nice to have Experience supporting home services businesses, contractors, or marketing agencies. Familiarity with review platforms, reputation management, or local search. Background building knowledge base content or support documentation. Location Hybrid in the Indianapolis area — on-site on scheduled in-office days, flexible the rest of the week. Why Liftify We’re the trust layer for home services — ranked #1 for Results in Multi-Location Marketing Platforms on G2, serving 3,500+ locations across North America. You’ll work with operators who’ve built and scaled real businesses, own outcomes that show up in the numbers, and get comprehensive benefits, flexible PTO, and 401(k). #J-18808-Ljbffr Liftify